We are seeking a talented individual to join our team at Marsh. This role will be based in
San Francisco. This is an on-site role that has a requirement of working five days a week in the office.
We are seeking a Senior Analyst - IT Support to provide hands-on and remote support to colleagues in-person, phone, and virtual channels, assisting with laptop builds, hardware/software troubleshooting, colleagues onboarding and offboarding, asset management, and incident resolution. Accurately logs, tracks, and escalates issues using the incident management systems, ensuring timely follow-up and warm hand-offs to the appropriate technical teams. This role may require occasional weekend or after-hours work, travel, ongoing training, and time tracking in line with business requirement.
We will count on you to:- Provide technical support to local and remote colleagues through in-person, phone, and virtual channels, resolving end-user computing issues, network access, Audio/Video, printing, and collaboration tools.
- Diagnose and resolve level 1 and level 2 hardware and software incidents (workstations, laptops, docking stations, mobile devices, peripherals), acting as the onsite escalation point to ensure high service availability and excellent end-user experience.
- Build, reconfigure, maintain, troubleshoot, and repair laptops and other MMC devices, including quick tune-ups and re-imaging as required, responding to incidents and service requests promptly.
- Document, track, and monitor all support cases in MMC Tech incident management systems, following standard operating procedures ensuring compliance with security policies while adhering to SLAs.
- Partner proactively with engineering teams to identify and remediate at-risk devices, delivers training and knowledge sharing to improve system usage, and support assigned projects as needed.
- Ensure compliance with security policies (physical security, device encryption, asset tagging, access controls).
What you need to have:- 3+ years of hands-on IT support experience with at least 1-2 years in an onsite or field-support role.
- Experience with desktop imaging/provisioning tools (e.g., Microsoft Deployment Toolkit, SCCM/Endpoint Configuration Manager, JAMF, Intune).
- Proficient with common enterprise collaboration platforms (Microsoft 365, Teams, Zoom), printer management, and AV systems.
- Experience with ITSM tools and ticketing systems (ServiceNow, Jira Service Management, Zendesk).
- Demonstrated ability to coordinate vendor services and manage onsite hardware logistics.
- Excellent verbal and written communication skills; strong customer service orientation.
- Ability to work independently onsite, escalate appropriately, and coordinate cross-functional resources.
- Ability to oversee, track, and analyze performance metrics to support service delivery and continuous improvement.
- Strong problem-solving ability, quick learner, and able to troubleshoot technical issues across cloud and on-prem environments.
What makes you stand out:- Certifications such as CompTIA A+, Network+, Microsoft 365 Certified, Apple ACMT/ACSP, or relevant vendor/AV certifications.
- Experience supporting global offices or multi-site environments (with asset management systems and IT inventory processes).
- Familiarity with security controls (disk encryption, MDM, conditional access).
- Exposure to End User Digital Experience software such as Nexthink
The applicable base salary range for this role is $53,700 to $109,100.The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.
We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.
